Case Study: Accor doubles booking intent and lifts CSAT with Quiq

Accor doubles booking intent and lifts CSAT to 89% with Quiq

Accor, a global hospitality company with over 45 hotel brands, faced a challenge with its legacy chatbot that could not handle complex, property-specific guest inquiries across multiple channels and languages. This resulted in a flood of simple questions overwhelming human agents, who were then unable to focus on higher-value interactions. Accor partnered with the vendor Quiq to address this.

Quiq implemented an agentic AI agent named "Allison," which uses reasoning to understand guest questions and pull real-time property data to provide accurate, contextual responses. The solution integrated with Accor's own APIs and language models. As a result, Quiq helped Accor double booking intent clicks, increase AI response accuracy from 46% to 80%, and achieve a customer satisfaction score of 89%, up from 67%. Human agents were freed to handle more complex issues.

Accor